Customer Service Program Manager

Masimo•Irvine, CA

About The Position

The Customer Service Program Manager plays a pivotal role in driving strategic initiatives, improving operational efficiency, and ensuring seamless coordination across departments. This individual will lead key projects within the Commercial Operations function—most notably, the implementation and optimization of the company’s ERP system—while fostering collaboration among Sales, Finance, Marketing, Operations, IT, and other teams. The ideal candidate combines strong program/project management and analytical skills with a leadership mindset and a passion for cross-functional teamwork.

Requirements

3-5 years of progressive experience in Customer Service, Operations, Program/Project Management roles.
2+ years of ERP implementation or system integration experience
Proven success leading cross-functional projects.
Experience in process design, optimization, and change management within a customer-centric environment.
Exceptional communication and interpersonal skills – able to influence and collaborate across all levels of the business.

Nice To Haves

Strong understanding of project management methodologies.
Skilled in timeline management, resource allocation, and stakeholder engagement.
Proficiency with ERP systems (Oracle).
Ability to translate business requirements into system and process solutions.

Responsibilities

Lead and manage end-to-end ERP implementation and process improvement projects within the Customer Service function, serving as the primary liaison between business users and technical teams.
Develop project plans, define milestones, manage timelines, and ensure successful delivery of all project components.
Coordinate and align cross-departmental efforts to ensure consistent communication and goal alignment.
Partner with Sales, Finance, Marketing, Supply Chain, and IT to streamline processes and enhance data flow across systems.
Facilitate collaboration sessions and ensure stakeholders are informed, aligned, and engaged throughout project lifecycles.
Act as a liaison between Customer Service leadership and other business units to ensure organizational priorities are supported.
Identify gaps and inefficiencies in existing Customer Service workflows, systems, and processes; recommend and implement scalable improvements.
Develop and document standard operating procedures (SOPs) for Customer Service functions, particularly around systems and data processes.
Support change management efforts tied to new system rollouts and operational transformations.
Utilize data and KPIs to assess service levels, order accuracy, and operational performance.
Translate insights into actionable recommendations for leadership and cross-functional partners.
Ensure data integrity and alignment between ERP and CRM systems.
Cross-train with other Customer Service (e.g., Installation Support, Customer Master, Customer Service) to build broad functional knowledge.
Provide guidance and training to team members or project contributors as needed.
Lead meetings, manage stakeholder expectations, and communicate progress to department heads.
Champion collaboration, accountability, and continuous improvement across all Sales Operations initiatives.